Customer Satisfaction Insights

It's difficult to deny the significant role that user satisfaction plays in the growth of a product. Our support team received feedback, but it was incomplete as not all users would communicate their thoughts. We realized the importance of implementing a more user-friendly feedback system, especially for our frequently visited newsfeed section.

Our goal was to create five different types of surveys, including Net Promoter Score (NPS), to accommodate diverse research questions. The aim was to enhance clarity and understand user attitudes toward our product. The success metrics were established as the conversion rate for survey completion and the total number of surveys completed.

We aim to make feedback process a breeze for users by enabling them to do so effortlessly from the newsfeed. I led the design process, which involved researching, prototyping, testing, and iterating designs. We created five different types of surveys, such as numerical rating scales and button-based surveys, that allowed users to make single or multiple selections. Research and design teams worked together to ensure that the surveys were universally accessible and adhered to research guidelines.

Although the conversion rate was 1-2%, it generated a substantial amount of data, allowing for an easier way for users to leave feedback.Initially, the surveys popping up in the newsfeed caused a disruption to the overall user experience. However, we have resolved this issue by implementing a feature that enables users to hide the survey if they are not interested. Additionally, we have reduced the frequency of the surveys that will appear for them in the future.

Our commitment to constantly improving our survey methods is a crucial step towards creating a more user-oriented VK. By staying attuned to the evolving needs of our users, we strive to enhance our product and achieve even greater growth. This project serves as a significant milestone in our journey towards success.